Service innovation process digitization: areas for exploitation and exploration

Abstract

Purpose

The purpose of this paper is to review the dominant role which technology plays in the new service development (NSD) process and indicate the critical success factors that managers should have in mind during the implementation of service projects, as well as the extent to which NSD lead to technological investments.

Design/methodology/approach

Studies were identified using a three-phased literature review methodology, which was suggested by Webster and Watson (2002). A total of 144 papers have been categorized and analyzed based on their content.

Findings

The findings of this paper indicate that information technology (IT) is a critical factor for the success of new services, but managers ignore its benefits. It could be used during the development process, to support managers to produce innovative services.

Practical implications

This study provides practical implications for IT managers, to increase the success rate of service innovation. The understanding of the effect of technology on firm performance can help managers to use technology to increase firms’ performance and provide an opportunity for organizations to benchmark their own processes of service innovation technology with their competitors.

Originality/value

This paper may be of interest to academics who are already studying service innovation or NSD-related scientific areas or researchers who have been introduced to the field but they are interested in examining more specific insights into where current research topics in this literature can be located and how they may contribute to them.

研究目的

本论文旨在审视哪些科技是新服务研发（NSD）过程的关键，以及指出管理者应该谨记这些关键因素，特别是在执行管理项目和NSD导向科技投资的时候。

研究设计/方法/途径

本论文采用三阶段文献综述法，此方法由Webster和Watson (2002) 提出。研究样本共为144篇文献，通过其内容进行分类和分析。

研究结果

本论文结果指出科技时新服务成功的关键因素，但是管理者往往会忽视其带来的好处。建议在发展过程中，管理者应该重视科技对创新性服务的发展。

研究实际意义

本论文结果对意于提高服务创新成功率的IT管理者有着实际指导意义。科技对于公司绩效的作用能够帮助管理者使用科技以提高企业绩效，并且对企业提高自身服务创新科技开发水平，比肩竞争者，也提供了机会。

研究原创性/价值

本论文对于研究服务创新或者NSD相关科学领域的学术人员有着一定的价值，亦或者对于新加入这个领域的学者新人，帮助其有效的审视过去相关文献，以及探究相关应用。

关键词

新服务开发、服务创新、信息技术、电子服务、成功要素

论文类型

文献综述

Citation

Kitsios, F. and Kamariotou, M. (2021), "Service innovation process digitization: areas for exploitation and exploration", Journal of Hospitality and Tourism Technology, Vol. 12 No. 1, pp. 4-18. https://doi.org/10.1108/JHTT-02-2019-0041